NEED AGING FORMULA..... 1

[Nmartin95]

I need to a get a formula that would give me the age of a ticket in our ticketing system. I have a simple age formula for example this is how it would look from the REMEDY Tables
(Status.History.Closed.TIME - Call Time Received)...This formula would give me that age. But the way our ticketing system works is that a analyst can put a ticket in PENDING STATUS which stops the clock (or aging). The REMEDY TABLES do have a PENDING TIME field..How can I incorporate this into my formula so pending time is included in the aging formula. Any formula would be greatly appreciated thanks.

 

[Pete56]

I'm not sure I understand the question. If you have the current time, the order time and the amount of time the order was pending (the time the clock was stopped) you can calculate it. If you don't know how much time the clock was stopped you can't calculate it. What if the order was pended twice?

If you mean that the age is either from the order time or if there is a pended time, use that time you can use an if statement
if isnull(pending.time) then close.time - pending.time else closed.time - call.time